 |
Leebov Golde Associates
Leebov Golde Associates are a wonderful team of dynamic, experienced, and caring professionals, all of whom care deeply about creating great patient experiences AND great places to work. With diverse backgrounds as patient care executives, nurses, doctors, organization development experts, caregivers, training professionals and coaches, our compelling consulting team provides implementation support, leadership development, training and coaching to help organizations achieve optimal results in the patient experience. Every one of our consultants is charismatic, attentive, and skillful -- steeped in healthcare and alert to the changes and pressures that are your everyday realities. Each of our consultants has also been trained and certified to provide our services knowledgeably and effectively.
Leebov Golde Leadership
Wendy Leebov, Ed.D
President and CEO
“I’ve been honored with opportunities to partner with and learn from brilliant, courageous healthcare leaders for over 30 years. From my personal experience as a breast cancer survivor and from wrenching health crises endured by my sister and other family members, I am more determined than ever to do all I can to help the caring people in healthcare communicate their caring and create healing experiences for the patients and families touched by our services.”
President and CEO of Leebov Golde and Associates, Wendy Leebov is a passionate advocate for creating healing environments for patients, families, and the entire healthcare team. Together with the Leebov Golde Team, she provides high-impact consulting services, supporting healthcare organizations with culture change strategies, training and tools for enhancing the patient and employee experience. With 30 + years of experience and extraordinary skills in communication, training design and delivery, Wendy is known for making hard skills learnable and motivating people to stretch and apply skills that set them apart. Wendy has written more than twelve books for health care, as well as developed her groundbreaking video-based training—The Patient Experience Skill Building System.
“I have known and worked with Wendy a great deal over the years. Wendy has pioneered some of the most foundational customer service work ever done in the Health Care industry. She is an outstanding leader of people and projects. Most distinguishing of all, from my personal experience with her: Wendy can drive large scale business transformation, from the strategy design through the execution."
Jason A. Wolf, PhD
Executive Director, The Beryl Institute
Read more about Wendy.
Jill Golde, MS
Senior Vice President, Client Experience
"Making a difference is what it's all about to me and I feel so lucky to be able to work with people who have an opportunity to make a significant difference in others' lives every day!"
Jill Golde is Senior Vice President, Client Experience for Leebov Golde and Associates. Jill brings over 20 years of experience as a mission-driven consultant and trainer for a broad range of private and public sector organizations. Expert in organizational change and the patient experience, Jill is known for her genuine connection and caring, her sense of humor, her astute observation skills and her remarkable ability to share her perceptions in a constructive fashion. An engaging presenter, she weaves firsthand experience and mind-opening stories into her sessions. With her appreciative focus, Jill is an inspiring, effective coach and team-builder--helping internal people plan and implement with focus, efficiency and enthusiasm. Full of integrity, Jill models the skills she imparts.
“I have received so many positive comments about Jill. She truly understands our business. She seems to easily connect with people at all levels --front desk staff, managers, physicians. She is very passionate about her work. A great presenter, she presents the content in a way that people can easily understand and grasp the concepts. Jill did a phenomenal job helping us organize The Language of Caring Program so that we are able to deliver it to over 30 sites in our network by using the train the trainer method. I highly recommend Jill.”
Debbie Smith, Director Practice Management Services
The Children's Hospital of Philadelphia Care Network
Read more about Jill.
Linn Billingsley, RN, BSN
Senior Vice President,
Strategy and Business Development
Linn Billingsley is Partner and Senior Vice President for Strategy and Business Development for Leebov Golde and Associates. Linn brings operational and strategic expertise resulting from more than thirty years of leadership experience in healthcare, both in for-profit and not-for-profit/ faith-based organizations. Her passion for improving the patient experience is grounded in her experience as a frontline caregiver and developed through her years as an inspirational leader. Her exceptional communication and team-building skills mobilize staff, physicians, and executives together to focus on service, safety, and patient-centered goals. Her experience, guts, and compassion make her a sought-after coach and mentor.
Read more about Linn.
Dorothy Sisneros, B.S. in Ed., M.S., M.B.A.
Senior Vice President,
Organizational Performance
“My work is dedicated to preparing leaders to transform organizations into optimized, energized workplaces and I know that we can change the way healthcare is delivered so that every patient feels the compassion and caring we feel in our hearts.”
Dorothy is Partner and Senior Vice President for Organizational Performance for Leebov Golde & Associates. She is also the founder and a Managing Partner of Thunderbird Leadership Consulting. With extensive experience as a consultant/partner in healthcare, service excellence, leadership, strategic planning, talent management and organizational dynamics, she has served in a variety of leadership roles and been at the forefront of several national Service Excellence Initiatives. Dorothy is a seasoned executive coach, facilitator, trainer, and strategic partner, Dorothy’s professional accomplishments include partnering with a Fortune 500 healthcare company to develop and implement a Service Excellence Initiative for its 80+ hospitals. Outcomes for the Initiative demonstrated reduced turnover, decreased contract labor and improved employee and patient satisfaction.
“I have high regard for Dorothy’s practical, results-oriented approach to creating an environment of creativity, open-mindedness and service excellence.”
Diana Hanyak, CEO
Read more about Dorothy.
Senior Associates
Amy Steinbinder
B.S.N., M.S. and Ph.D. in Nursing
"I am passionate about creating healing patient experiences by assisting staff, leaders and physicians in developing effective skills to communicate their caring and compassion."
Amy is a Managing Partner of Thunderbird Leadership Consulting since its formation in 2007. A respected healthcare leader with over 25 years of experience and publications in the field, Amy has expertise in nursing systems, clinical practice innovation, and professional nursing practice. A seasoned facilitator and trainer, she has extensive experience in service excellence, organizational dynamics, RCA (root cause analysis), and (failure mode effect analysis) processes. Amy’s professional accomplishments include partnering with a Fortune 500 healthcare company to develop and implement a Service Excellence Initiative for its 80+ hospitals. Outcomes for the Initiative demonstrated reduced turnover, decreased contract labor and improved employee and patient satisfaction.
“Amy conducted focus groups with my entire department and was able to quickly establish a rapport with all participants that resulted in honest, actionable feedback. Her ability to solicit feedback with all personality types resulted in an action plan that truly represented the needs of our employees. With her team’s help – our next employee satisfaction survey resulted in the highest scores since we began the survey!”
Lisa Stevens
TriWest
Read more about Amy.
Carol Santalucia
M.B.A.
“I am honored to be in a position to impact the delivery of healthcare in our country. My passion is to create more patient centeredness in healthcare, where patients and employees feel supported and empowered to be their best.”
Carol Santalucia is a seasoned healthcare leader with a passion and commitment to enhancing the patient experience. With 28 years of experience at the Cleveland Clinic, she has expertise in patient advocacy, servant leadership, development of service initiatives and training, service recovery, productive communication, employee engagement and leadership development. Carol is a dynamic speaker and facilitator, skilled at engaging and motivating others for productive outcomes. She enjoys working with groups and individuals, promoting teamwork, accountability and ownership. Carol’s professional accomplishments include the design, creation and implementation the Cleveland Clinic’s service recovery model, Respond with HEART®.
"So much energy and experience shared!"..."Great session! Carol has great energy."..."Very informative!"..."Excellent class!"..."Was great! Passionate about her work!""Very relevant info - so passionate!"..."Great passion; wonderful presenter!"..."Best session so far!"..."Great - motivational!... "Great session. Carol was excited about the topic and made me excited about the topic too."..."Great presenter. Bring her back next year!"... "Very dynamic and approachable speaker"
Attendee comments from Carol's presentation at RL Solutions Conference, “Using Patient Feedback to Build Better Service Initiatives”, June 2011
Read more about Carol.
Shandra Banutu-Gomez
M.P.H.
"I am dedicated to supporting both patients and employees in order to create the best health care experience possible. I have learned over the years that a 360 degree approach, that involves everyone, creates the most effective and sustainable outcomes. I believe that we all need the support of each other in order to heal each other."
Shandra is a dynamic, warm and supportive trainer with experience in diverse medical and public health settings. She is currently a Principal in the Banutu Consulting Firm, an Associate of Leebov Golde and Adjunct Faculty at Camden County College. Shandra's professional accomplishments include establishing, coordinating and delivering organization development and training services to the Philadelphia Department of Public Health’s Ambulatory Health Systems. Equipped with excellent presentation and communication skills, Shandra has an extraordinary ability to connect with people, tune in to their needs and concerns and inspire them to enhance their skills for the sake of their customers and their own job satisfaction.
"Shandra is a master trainer, able to take the process from needs assessment, to program development, to delivery of educational and skills-based training. She is an engaging presenter and facilitator who quickly gains the trust and respect of her audience and delivers a high quality product every time."
Natalie Levkovich, CEO
The Health Federation of Philadelphia
Read more about Shandra.
Dorel Shanon
"I worked in the health care field for over ten years before becoming a consultant to non-profit organizations. While I've always been committed to excellent customer service, my own experience with a serious illness several years ago has made me a passionate advocate for the need to treat patients and their family members with compassion and care. When I was lucky enough to find caregivers who approached their patients in this way it made a huge difference to my sense of well-being, wholeness, and ability to heal. I am delighted to be part of a team of people dedicated to helping all health care providers care for their patients with utmost respect and compassion!"
Dorel Shanon is a Senior Associate with Leebov Golde and Associates. She worked in the health care field for more than 10 years providing health education and training, developing and implementing health policies for numerous organizations, and serving on the senior team of a regional health care organization. For the last 15 years Dorel has consulted to a diverse non-profit client base, including health care organizations. Having witnessed first-hand the role of caring communication in thriving and healthy organizations, Dorel devotes much of her work to helping leaders become skilled and compassionate communicators, supervisors and coaches. She brings to her work a deep commitment to practicing, modeling and teaching caring communication skills. After 25 years of doing this work she continues to be impressed by the power of these skills to heal, to empower, and to change people's lives in positive ways.
“Dorel has worked with me and with my organization in a variety of roles. I can only say great things about her. Dorel is positive, honest, warm, and very smart. She sees things clearly and quickly, and has taught me a huge amount about how organizations work and the role of leaders. She can see what holds people and systems back from change and progress, and help them get unstuck and move forward… She assisted us through some huge organizational challenges, and not only made us feel supported, organized and clear about our tasks, but helped us to feel inspired and to be inspiring to others.”
Cathy Carr, Executive Director
Community Legal Services, Philadelphia PA
Read more about Dorel.
R. Ann Fitzgerald
R.N., M.H.S.A., R.C.C, Ph.D.
“In healthcare, we work so hard, care so much, and take on tremendous responsibility. The sad thing is we don’t comfort and heal as well as we could simply because ‘connecting and communicating’ have not been the focus of our education and training. The amazing thing is that it simply takes heart-felt words, timely gestures, and intentional focus to enable patients to feel our noble intentions. Anyone can do this, and every caregiver should!”
Nurse, educator, facilitator, coach and former hospital and health system executive, Ann Fitzgerald brings 45 years of experience to her role as the caregiver’s coach. She’s held executive positions in marketing and strategic planning for two healthcare organizations and was a consultant on medical practice management. For the last 15 years, Ann contributed her expertise as an OD & Learning coach and consultant for two health systems. She earned the credential of Registered Corporate Coach through WABC and formed her own consulting service in 2010 (Caregivers Coach). Committed to great patient care and great work experiences for the entire healthcare team, Ann engages and mobilizes individuals and teams to develop the blend of competence, confidence, courage and compassion key to effectiveness in today’s demanding healthcare environment.
“I always enjoy partnering with Ann. Her insights are spot on. And she finds ways to help employees get to the heart of issues and then move toward solutions that are practical and values based.”
Porfirio Esparra, Jr., Senior Employee Relations Director
Humility of Mary Health Partners
“The feedback of positivity surrounding your amazing workshop at the Spring Forum continues to ring out …. It is all very exciting and I wanted again to thank you for really getting everyone that attended engaged and even more excited.”
Tracy Haycock, RN, BSN, Quality Improvement Nurse
New England Quality Care Alliance
Read more about Ann.
Jane Weiss
M.S. Organization Development
“I am passionate about healthcare leaders who care deeply for their employees and create an environment of trust, respect and fairness so everyone can take care of patients or take care of those who are taking care of patients. We don’t always think of senior leaders being responsible for patient satisfaction, but they are responsible for creating the climate for caretakers to thrive and go the extra mile for their patients and colleagues.”
Jane Weiss, Managing Consultant of Great Leaders Great Workplaces, has been helping organizations and leaders raise their levels of performance for over 20 years. She has worked with senior leaders all over the globe (including senior leaders at Fortune’s 100 Best Companies to Work For) to assess and improve employee engagement through creating great workplaces, helping them improve their leadership capabilities and increasing learning within and across organizations. Jane helped many companies and health care systems go from fair to good and good to great. She helped these organizations reap the benefits of committed employees, enhanced collaboration, higher levels of inclusion and stronger financial performance.
"Jane Weiss was very effective at helping us translate the survey data into actionable results and was always a pleasure to work with throughout the project. Jane is very knowledgable and professional, and I would recommend her without hesitation.”
Matthew Reis, Manager of Organizational Development
Babson College
Read more about Jane.
Regina Ehrline
B.S.
“I’m passionate about spreading the word of compassion in the workplace – an important trait we all know about-- but I have found that we all can all use friendly reminders of how to make our compassion felt by everyone we encounter on a daily basis.”
Regina is a wonderful presenter and seasoned trainer. Attendees love her programs because she is dynamic, engaging, funny and concretely helpful in building skills that help people be more effective in their challenging and stressful work. Currently, Regina develops and conducts training programs for all levels of staff and physicians at Cooper University Hospital. Her classes include Time Management, Care with Compassion, Dealing with Difficult Situations, a 10-week Management Essentials Course, Resolving Conflicts, BEST Styles, and many more. Regina has conducted Language of Caring and Great Every Time seminars at many hospitals in Pennsylvania and New Jersey, including Mercy Hospital, St. Mary Medical Hospital, and Shore Memorial Hospital.
“Regina Ehrline has spent several years conducting training at Cooper University Hospital to our employees and leaders in developing skills to: deliver compassionate care (including in difficult situations), communicate effectively, give hard-to-give feedback, resolve conflicts, manage time in a high pressure environment, coach to bring out the best, and many other skills crucial to workplace and team effectiveness. Participants in Regina’s sessions always give her rave reviews and describe her as dynamic, highly engaging, extremely effective and fun. Over time, her former participants still tell us how much they learned in Regina’s classes and how they put it in action.”
Sharon Weinman, Director of Organization and Development
Cooper University Hospital, Camden, NJ
Read more about Regina.
Physician Associates
Marcia Levetown
M.D., F.A.A.P., F.A.A.H.P.M.
"The patient and family experience of illness is one of fear and distress. A critical goal of healthcare is to ensure they know they are the center of our attention and that our most important goal is their improved comfort, safety and well-being. It is my greatest joy to provide the tools and words to my colleagues to ensure that the highest quality, evidence-based and personalized CARING is provided to each and every patient and his or her loved ones."
Marcia Levetown is one of fewer than 100 US pediatricians who is board certified in Palliative Medicine and Pediatrics. Internationally renowned through her participation in collaborative projects, service on national committees, publications, development of policy statements and curricula, Dr. Levetown is an educator and consultant, specializing in patient and family-centered communication, ethics and palliative care. A sought-after speaker who combines real clinical scenarios, passion, insight and humor in her talks, Dr. Levetown guides and inspires healthcare providers to deliver high quality compassionate and family-centered care in a practical, cost- and time-efficient manner.
“It has been my pleasure to hear Dr. Marcia Levetown speak on many occasions, and I’ve never seen an audience so enchanted with a speaker. She speaks on a very personal and realistic level about direct, loving ways to communicate with patients and families in difficult situations. The audience absolutely eats it up. I have found her to be extremely reliable and knowledgeable and a leader who motivates and moves people from deep respect. She loves her job and it’s written all over her work, attitude and dedication.”
Brandie Baker, Director of Education
TX & NM Hospice Organization
Read more about Marcia.
William (Tex) Landis
M.D., F.H.M.
Dr. Landis is Medical Director, WellSpan Hospitalists in York PA. He started at York Hospital in 1986 as part of a very well regarded private group of physicians. In the mid-90s, WellSpan acquired their group and, since then, the WellSpan hospitalist team has grown from 10 to 40 physicians who serve York and Gettysburg hospitals. Dr. Landis splits his time between clinical work and service as Medical Director.
Among his accomplishments:- Sponsorship and support of long-term development of physician communication skills
- Enhanced patient satisfaction scores
- Dramatic improvement in the substance and turnaround time of discharge summaries
- Initiation of a performance-based pay system that factors in patient experience scores, discharge summary timeliness and quality and other key indicators
Read more about Tex.
Carla J. Rotering
M.D., M.A.
Dr. Carla Rotering is committed to helping physicians create and sustain caring, healing, and gratifying relationships with patients and families, and with coworkers on the healthcare team.
Dr. Rotering practices Pulmonary Medicine at Banner Thunderbird Medical Center in Phoenix, Arizona and at the White Mountains Regional Medical Center in Springerville, Arizona. She is Chair of the Professional Health Committee at Banner Thunderbird and Medical Director of Respiratory and Pulmonary Rehabilitation at both facilities. With a distinguished background of leadership and education positions, she was formerly Director of Critical Care, Chair of Medicine, and Chief of Staff at Banner Thunderbird Medical Center.
Dr. Rotering graduated from the University of North Dakota School of Medicine. She completed an Internal Medicine residency at St. Joseph’s Hospital and a Pulmonary Fellowship at Good Samaritan Medical Center, both in Phoenix. She also holds a Master’s degree from the University of Santa Monica in Spiritual Psychology, with an emphasis in Consciousness, Health, and Healing. And, Dr. Rotering is certified to provide training on Crucial Conversations, Emotional Intelligence and Leadership Development.
In addition to continuing her clinical practice and medical leadership roles, Dr. Rotering conducts workshops and retreats for physicians, administrators, medical professionals and patients. She has co-facilitated Healing Path retreats for physicians with the Society for Healing in Medicine and the Grapevine Process for Physicians. An expert facilitator and exceptional communicator, Dr. Rotering engages her audience with concrete skills they can use to enhance the patient experience as well as their own professional pride and satisfaction.
Return from Leebov Golde Associates to Quality Patient Experience Home
|
|
|
